Digital Support Operations Lead

Digital Support Operations Lead

Work Mode: Hybrid

Opportunity

Kohler Co is driving a digital transformation to fuel growth through an increasing focus on new digital business models and capabilities. Strategic investments are being made to drive efficiency in the supply chain, automate plant operations, excel at the direct-to-consumer experience, and drive new insights with data and analytics.

Kohler IT is pivoting to a delivery model with enterprise-grade platform engineering services to enable channel- & product-focused gracious digital experiences for customers that would super charge Kohler Co's growth priorities.

This position plays a key role within Kohler's digital ecosystem as an MSP Support Operations Manager in the Platform Delivery and Technology Strategy group. Support Operations Manager is responsible for managing a global 24x7 support service operations on a rotational shift basis for the supported digital platforms with internal associates and external Managed Support Provider (MSP). The successful candidate in this position should have an ability to:

-Define, Operate, and Improve the support operations strategy for digital assets and platforms deployed in Kohler's digital ecosystem.

-Manage the MSP team to provide a customer-focused service delivery with mutually agreed Service Level Objectives (SLOs) and Service Level Indicators (SLIs)

-Drive support operations towards proactive automated monitoring and observability with logs, performance metrics, events, and traces to improve availability and reliability of the digital assets and platforms.

-Lead the support organization towards a site reliability engineering (SRE) model in collaboration with development and platform teams.

-Ensure support issues, incidents and problems are managed within SLA in a timely and efficient manner with defined support procedures.

-Coordinate with various business, development and support teams for support, troubleshooting, root-cause analysis, and implementation of a continuous improvement plan.

-Facilitate Major Incident Management for digital assets and platform with key stakeholder groups Infrastructure & Operations (I&O), Cybersecurity, Digital Experience, Platform Delivery, Enterprise Architecture Office, and other IT functions.

-Own the communication with key stake holders and senior leadership teams for cadenced status reporting and escalation management.

Specific Responsibilities

-Manage Support Service Operations 24x7 support for Kohler digital assets with internal associates and MSP support operation team to provide following support services:

-Proactive Monitoring: for system availability and performance

-Incident Management: respond to incidents in ServiceNow ITSM & Triage to appropriate support queue.

-Major Incident Management: Follow protocol for incidents severely impacting operations.

-Problem Management: Perform RCA with product and platform teams.

-Service Fulfillment: Within scope of services provided like Access Management and Maintenance

-Escalation Management: Oversight on escalation of incidents

-Own the Service Design & Transition of new digital assets and platforms into Support Operations

-Service Catalogue & Service Level Management

-Availability & Reliability Management

-Transition and Planning Support

-Reporting and Communication of Support Operations Management using mutually agreed SLA, SLO and SLI to key stakeholder groups and leadership teams.

Skills/Requirements

-Bachelor's degree in computer science, engineering, or a related field; advanced degrees or relevant certifications (e.g., ITIL® Foundation Certification, NewRelic).

-10+ years of hands-on IT Service Management for a global organization with good working knowledge of Microservices, Azure Cloud, Web Development

-Hands-on experience of tools like NewRelic, Splunk, ELK Kibana

-Experience with a hybrid work environment; proficient in online collaboration tools like ServiceNow, Jira, Confluence, Teams, or similar.

-Familiarity with agile/scrum principles of software development on DevSecOps pipelines

-Demonstrated experience in providing influence and/or matrixed oversight to technical teams.

-Able to manage numerous programs, development teams and work processes simultaneously.

-Discipline to operate independently, collaborate effectively, and bring structure in ambiguity.

-Comprehensive and proficient facilitation, communication, & negotiation skills.

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The salary range for this position is $89,800 - $114,100. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate's experience, their education, and the work location. Available benefits include medical, dental, vision & 401k.

Why Work at Kohler Co.?

Kohler Co.'s mission is to contribute to a higher level of gracious living for those who are touched by our products and services. We understand that it takes investment in our associates' development to make that happen. So, we offer ongoing investment in each individual's personal development and the opportunity to collaborate with others across functions and roles at Kohler.

In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more!

*Important update for candidates applying to roles within Kohler Energy, including Power Systems, Engines, Home Energy, Kohler Uninterruptible Power, Clarke Energy, Curtis Instruments, and Heila Technologies.

On November 6, Kohler Co. announced the strategic decision to establish Kohler Energy as a separate, independent business with Platinum Equity as the majority investment partner. Kohler will continue to stay invested in the Energy business following the closing and remains committed to supporting the acceleration of long-term growth strategies for both organizations. Talent and operational transition plans are underway, and Kohler Co. and Platinum Equity expect the agreement to close in the first half of 2024.Thank you for your interest in joining our growing team as we embark on the next phase of growth!

About Us

Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at ~~~ .

It is Kohler's policy to recruit, hire, and promote qualified personnel in all job classifications without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact ~~~ . Kohler Co. is an equal opportunity/affirmative action employer.

We invite you to learn more about equal employment opportunity by reviewing the FederalEEO is the Law (~~~) and theEEO is the Law Supplement (~~~) .